Application Support Manager

Zetman Limited
Up to £65,000 DOE plus benefits
17 Oct 2016
16 Nov 2016
Contract Type
Our client, an established Digital Consultancy, is in need of an experienced Application Support Manager to work within the Managed Services department. The successful candidate will be taking ownership of and providing an escalation point for the geographically distributed application support team. The team provides client facing application support, either remotely or on site, in hybris and Demandware eCommerce solutions servicing multiple verticals operating 24/7 in both a B2C and B2B capacity.

The Support Manager is responsible for following key operational areas:

- Management of a geographically distributed support team.
- Act as a point of escalation in all support matters and be an expert in the delivery and functionality of company and hybris supported applications.
- Ensure adherence to contractual SLA's and to provide internal and external reporting on SLA response.
- Definition, monitoring and reporting against KPI's to ensure the ongoing delivery of a high quality market offering.
- Tracking and reporting of support hours by client and the management of support queues and ticket / resource allocation.
- Supervision, training and mentoring of support team members.

Skills and Attributes Required

- A Bachelor's degree or equivalent.
- Certifications in ITIL or equivalent service management practices.
- Proven track record in the delivery of high quality support services offerings to market.
- Proven track record in the management of a support services team, preferably across multiple geographical locations.
- Proven track record of high quality client communication and engagement through multiple vectors.
- Experience in the support of Java based eCommerce web applications, preferably under hybris.
- Experience with SLA and KPI monitoring, tracking and reporting.
- Experience with Confluence and Jira.
- Previous experience implementing processes
- Working knowledge of Java development including familiarity with code review and analysis.
- Working knowledge of Unix including familiarity with file system navigation and log file analysis.
- Working knowledge of common protocols (ajp, jdbc, http, telnet, ssh, sftp)
- Working knowledge of eCommerce application infrastructure design and implementation
- At least 5 years industrial experience gained in any relevant industry sector such as IT or Consulting
- At least 2 years experience in first or second line high availability support.
- Excellent communication skills in English, both oral and written.
- Flexible attitude, ability to perform under pressure.
- A commitment to quality and an approach to resolving tasks by seeking permanent resolutions.
- Ability to troubleshoot and triage
- Ability to manage and work well within a team.
- Logical and methodical approach to problem solving.
- Ability to think in innovative and creative ways.
- Interested in the development of people, actively seeking to provide direct mentoring & coaching of fellow team members.
- Operates at all times with high integrity, adhering to the highest ethical standards in all interactions.
- Highly focussed on the needs of external and internal clients, aligning personal and team goals to client needs and requirements.

If you are a talented individual with an interest in eCommerce application support who is looking for an opportunity to make a difference - we would love to hear from you!

Please contact: Saida Jamac by clicking on the "Apply Now" button below.

Zetman Referral Scheme: If this position isn't for you, perhaps you know of someone who may be suitable? We offer £250 in the form of shopping vouchers if we are successful in placing someone you refer to us!